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Moderator Moderator
Moderator

PDF/File Upload Errors and Issues

 

Are you seeing one of the following errors with your upload?

 

“Double-check that your file doesn't contain a scanned or photographed image of your paper ticket and try again.”

“We had a problem reading that file. Please try again.”

“The file you are attempting to upload exceeds 5MB…”

 

Here are the most commonly helpful troubleshooting steps:

 

  1. Clear your cache and cookies (temporary internet files), then close all open browser windows. Open a new browser window, and attempt the upload again. Note: Google Chrome and Safari are both optimized for our site.
  2. Verify that the size of the ticket file is 5MB or less. If not, we recommend using a file compressor to reduce the size without editing the file itself.
  3. Verify that the file is a PDF, JPG/JPEG, or PNG (other formats are not accepted in our upload tool).
  4. Try uploading the file from a different technology type/access method. For example, if you are seeing the error when uploading on a mobile device, try doing the upload/listing from a regular computer browser instead.
  5. Check if you have the option to click “I’ll upload later”, as this will allow you to get the listing active and then upload through your “Sales” portal if the ticket is sold.

 

If the error is “This file's permission does not allow us to validate it. Please try uploading a valid file.” we recommend trying the following steps:

 

  1. Locate the PDF file saved in your computer
  2. Drag and drop the file to a Google Chrome browser window
  3. Hit Ctrl + P, or right click and select “Print”
  4. Next to “Printer Destination”, select “Change”
  5. Choose “Save as PDF”
  6. Save your file (the new file will be in an unlocked status)

If the error is "This event is happening soon. You'll need to upload your tickets now." or "It looks like the event name for the tickets you uploaded doesn't match the event name for the listing. Please review your listing before posting it." please ensure that you have entered the row and seat numbers on the upload page. You can click "Confirm" on the error to be taken back to the page, and we recommend using "GA1", "GA2" etc if the event/section is general admission only. 

 

Worried because you only want to list/sell some of the tickets you bought, but they are all on one PDF file? The great news is that our PDF splitter (built into the listing process) will let you select only the ticket(s) you want to sell, and then remove the other pages entirely. Once the listing is created, you can confirm what tickets are available in our system by clicking (below the listing in your profile) to the "See actions" drop-down and clicking "View Tickets".

 

Upload still not working? Please reply to this topic or private message any Community Moderator so we can help further.

 

If these steps helped to resolve the upload error, please Kudos this post below to help ensure it is visible to other Community members. Thank you!

1 Solution

Accepted Solutions
Moderator Moderator
Moderator

Re: Error message when trying to upload tickets

Hi there, @shells!

 

I am sorry you're having trouble with the upload. I've moved your post to this thread as it contains the best troubleshooting steps available for the error. If after looking at these factors you are still unable to upload the file, please send me (or any Community Moderator) a private message using the envelope icon on the upper right corner of the page. We are happy to assist further!

28 Comments
shells
New User

Re: Error message when trying to upload tickets

I am also getting an error when trying to upload my tickets.

It only says "There was a problem, please try again."

Moderator Moderator
Moderator

Re: Error message when trying to upload tickets

Hi there, @shells!

 

I am sorry you're having trouble with the upload. I've moved your post to this thread as it contains the best troubleshooting steps available for the error. If after looking at these factors you are still unable to upload the file, please send me (or any Community Moderator) a private message using the envelope icon on the upper right corner of the page. We are happy to assist further!

adrienqi
New User

Re: PDF/File Upload Errors and Issues

My Kodak Black tickets for April 25 have not been able to be listed. On my phone, it allows me to get through the whole process but when I finalize it, the app says "Something went wrong". On my laptop, it immediately rejects the file upload. I uploaded it through Google Drive, downloaded it into downloads, and used that. It is a JPEG file, less than 5 MB, all my info is correct, but nothing seems to be working. My friends have told me it may be too early and StubHub has not entered the tickets into their system. I was wondering if you could help me find the issue.

 

Thanks, 

Adrien

Moderator Moderator
Moderator

Re: PDF/File Upload Errors and Issues

Hey @adrienqi! Apologies for the trouble with uploading the tickets! I will send you a private message so we can look into the issue further! 

odeifuor
New User

pdf file keep loading but can't upload

hi,

so i have been trying since yesterday to upload my pdf file but with no luck. it seems like it's loading but the file never gets uploaded.

 

i tried using my phone, and it seem to have uploaded; however it cannot recognise the seat section that i put in and thus will not allow me to continue with the ticket listing.

Kilsby
Team Mascot

Re: PDF/File Upload Errors and Issues

Hi,

I have recently sold a ticket and I am having an issue uploading the PDF file. I have tried on my phone and on my laptop to no prevail. I have copied the PDF straight from my email and saved it in to a document folder so I can put it straight in to the upload section. It keeps coming up with an error message.
Moderator Moderator
Moderator

Re: PDF/File Upload Errors and Issues

Uh oh! We're so very sorry to hear that you are having troubles. We will send you a private message so that we can get to the bottom of this together, @Kilsby

Froxen
Team Mascot

PDF tickets aren't being uploaded, without an error message

Hi there,

 

So I'm new to ticket selling and when I tried to upload my (unsecured) pdf tickets, after the loading pop-up, it appears that the tickets were not uploaded, without any reason as to why.

 

Does anyone know what the issue might be?

Moderator Moderator
Moderator

Re: PDF tickets aren't being uploaded, without an error message

Hey there @Froxen,

 

Sorry for the troubles with the listing! The issue could be due to the system not recognizing the PDF. I will send you a private message in just a moment to get some additional information on this. Thanks!